Senior Technical Support Team Lead (Remote)

NICE; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

NiCE seeks a Team Lead, Technical Support to guide our global customer service engineers in delivering fast, accurate problem resolution for complex software environments. You will own escalations, mentor teammates, and shape process improvements that reduce downtime and boost customer satisfaction.

You’ll work across SaaS and networking technologies, coordinate with Product, R&D and QA, and maintain a proactive knowledge base while ensuring SLAs are met and service quality remains high.

Qualifications

• Minimum 7+ years in technical customer service or technical support roles.
• Advanced knowledge of SaaS, telecommunications, contact centre software, and networking technologies such as VOIP, QoS, SIP, APIs, TCP/IP, HTTP/HTTPS, SFTP; scripting; load balancers; proxies; firewalls; MSSQL/Oracle/MySQL.

Responsibilities

• Provide advanced technical support via phone, online, chat, and email.
• Analyse logs, traces, packet captures to determine root causes.
• Mentor colleagues on communication, troubleshooting, and product knowledge.
• Improve procedures to increase efficiency and effectiveness.
• Ensure cases progress to resolution per SLA; drive root-cause correction.

Skills

SaaS technologies

telecommunications

contact centre software

VOIP

SIP

APIs

BOTs

TCP/IP

HTTP/HTTPS

SFTP

scripting

load balancers

proxies

firewalls

MSSQL

Oracle

MySQL

Education

Bachelor’s degree in CS or related field

Job description

NiCE seeks a Team Lead, Technical Support to guide our global customer service engineers in delivering fast, accurate problem resolution for complex software environments. You will own escalations, mentor teammates, and shape process improvements that reduce downtime and boost customer satisfaction.

You’ll work across SaaS and networking technologies, coordinate with Product, R&D and QA, and maintain a proactive knowledge base while ensuring SLAs are met and service quality remains high.